ComplaintsforTom Curren Companies

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 2023, I contracted Tom Curren Companies to paint the Kitchen Cabinets in my home.My cabinet doors are made with a "floating" middle panel designed to shrink and expand with the changing climate, which *** himself pointed out to us at this meeting. He stated this will cause black lines to be prominent where the door frame meets the panel once painted white. However, he assured us that his team was well equipped and skilled at handling this issue to minimize the appearance of black lines.To be clear, it was *** Curren (the professional) that raised the issue regarding the appearance of black lines once painted and not something myself or my wife would have ever considered.Work scheduled for April 2023 and completed in April 2023.By Sept/Oct 2023 the cabinets were cracking, and the paint was peeling off in the area where the painters had laid down heavy layers of paint to reduce the black lines. *** Curren was contacted in Nov 2023 and did not come out to view the problem until Jan 2024. The issue exists on each cabinet door (31) in 70+ unique locations. Upon viewing the issue *** blamed my wife and myself for the problem stating that it was our insistence that he paint the door in this manner to minimize the appearance of lines. He then stated the issue could be resolved but there was going to be a cost to do so. I immediately disagreed, informing him that it was he who raised the issue of the black lines and that I had already paid him over $15,000 for the job.To date we stand at an impasse. *** does not feel any responsibility for the issue and will not engage me on a resolution that does not include me agreeing to being invoiced at $110 per door. I on the other hand feel as if this is ***'s issue 100% and would like him to honor his 5 Year Iron-Clad Guarantee and his 100% Satisfaction Free-Paint Guarantee (attached).

  

  Business response

  05/07/2024

  We are well aware of the concerns you raised, as we have been working diligently with you to propose solutions for several months now.
  
  As you mentioned, before the project started *** identified the potential for "black lines" to show up at uncaulked seams between cabinets and walls and the scotia trim work when dark-colored kitchen cabinets are repainted in white. He explained that defects show up and that we would caulk and fill appropriately as part of the job. The floating panels in your cabinet doors are, and were, an entirely different matter. When the painting work was completed you complained about the floating panels not being filled and demanded that we fill them in, or you would not make a payment on the job. At that time, *** made you aware of the potential complications that could arise down the road. Ultimately, it was your decision to proceed with trying to minimize the appearance of black lines by filling in the gaps with extra layers of filler and paint.
  
  We understand that you were initially pleased with the work completed by our team. Once you made us aware of the peeling paint, *** met with you on-site to assess the situation and discuss potential solutions. We are committed to finding a resolution and have offered to remedy the problem, which as *** explained, would have a cost associated.
  
  Please contact us directly to discuss further concerns.

  Customer response

  05/30/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  First, Tom Curren Companies (TCC) has proposed one solution only.  TCC is willing to take all my cabinet doors back, I believe there are ***** in question, and make the necessary repairs at a cost of $110.00 per door, or $3,330 - $3,850 in additional cost.  TCCs statement that they have proposed solutions (plural) for several months is inconsistent with their actions.
  
   
  
  Second, and most important, when TCC makes the statement that When the painting work was completed you complained about the floating panels not being filled and demanded that we fill them in, or you would not make a payment on the job.  This statement is a fabrication.  The painting of the cabinets at my residence ************************** place from April 1, 2023, to April 5, 2023.  On April 1, 2023, TCC came to my home to remove all cabinet doors and drawer faces and bring them to their painting facility.  Work in the home commenced on Monday April 3, 2023, and was completed late in the afternoon on Wednesday April 5, 2023.  The cabinet doors and door faces did not return to my home until Wednesday April 5, 2023.  *** Curren of TCC came to my home on Friday April 7, 2023, to review the work and collect payment.  My bank records (which I can and would provide) reflect a payment to TCC in the amount of $12,574.00.  On April 7, 2023, the cabinets were flawless, there was nothing to complain about, I thanked *** for his time and the job he had done and fulfilled my obligation to the contract I signed and paid him for the work TCC had done in full.
  
   
  
  Furthermore, TCCs statement When the painting work was completed you complained about the floating panels not being filled and demanded that we fill them in, or you would not make a payment on the job suggests that on Friday April 7, 2023, I complained about the black lines on the door faces and demanded correction or I would not fulfill my contractual obligation to pay him.  Yet I did pay him, in full.  The statement by TCC also suggests that TCC would have had to remove every cabinet door from my home, in the days/weeks following April 7, 2023, take them to their offsite facility and repaint them to mask the black lines.  This would have meant that the job was not complete on April 7, 2023, and therefore I would not have fulfilled my contractual obligation to pay him in full until the repainted cabinet doors returned to my home sometime in the weeks following April 7, 2023.  To be clear, my cabinet doors only left my home on April 1, 2023, and were returned on April 5, 2023. 
  
  Finally, when TCC makes the statement; At that time, *** made you aware of the potential complications that could arise down the road. Ultimately, it was your decision to proceed with trying to minimize the appearance of black lines by filling in the gaps with extra layers of filler and paint is inconsistent with reality.  There was no proceeding with minimizing the appearance of black lines and the proof is the payment in full on April 7, 2023.
  
   
  
  As I mentioned in my original complaint TCC was first contacted about the pealing and cracking paint on November 14, 2023.  TCC did not come to my home until January 4, 2024, to inspect the cabinet doors.  Everything that TCC states in their response in confined to a timeframe between April 5, 2023, and April 7, 2023, yet my initial complaint to TCC regarding this issue isnt for 7 months.  Respectfully, TCC answer to my complaint is a twisted fabrication of the events that diverges from the provable reality of the situation.
  
   
  
   
  
  ***********************

  

  Business response

  06/04/2024

  Per our contract signed by ******************** agreed to make 3 payments: a first 1/3 deposit at contract signing, a 1/3 progress payment, and a 1/3 final balance payment. ******************** signed the contract on 2/7/23 and paid the 1/3 deposit on that date. The 1/3 progress payment, however, was NOT made when requested. On 4/6/23, ******************** sent photos showing that he had black lines everywhere and that he was unhappy with the cabinet doors after they had been painted and been re-installed (see attached photo). At that point he refused to make his progress payment until we returned to remedy what he mistakenly saw as a problem job. We immediately brought the cabinet doors back to our workshop that same night and recoated the doors once more, which ******************** was happy with. As ******************** stated, his bank records reflect a payment to TCC in the amount of $********* on 4/7/23. Only after we recoated the doors once more did he pay the full balance due (*********) including the outstanding two payments: 1/3 progress and 1/3 final balance. This further evidences ********************** neglect to pay his 1/3 progress payment on time. This also shows our quick response to rectifying his problem that he identified on 4/6/23, and was solved by 4/7/23 when he paid.

  
  Upon completion of the project, ******************** was satisfied - as he stated, The cabinets were flawless, there was nothing to complain about, I thanked *** for his time and the job he had done. When ******************** called to make me aware of his problem in late November, *** empathized with him, reminded him of their previous discussion, and agreed with him to get to his house after the holidays to assess the situation. We in no way dragged our feet to avoid meeting him. In January, we returned to take two sample doors, remedied the problem, and advised ******************** of our direct cost (no markup) to perform the planned fix. 

  
  Please note the contract called for a deposit, which was paid, and a 1/3 progress payment, a 1/3 final payment, both of which were paid only after we recoated the doors per his insistence on 4/6/23.
  Please see the example of the black lines I spoke of where the cabinet trim meets the walls and no caulking had been done previously.
  

  
  

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